While Arvon makes every effort to maintain high standards and provide high quality experiences for all writers, you may on occasion want to offer comments or make a complaint. At the end of every Arvon week, we give you the opportunity to provide feedback through our evaluation form but if you feel this is not sufficient, you may wish to make a formal complaint. A copy of our complaints procedure can be found below.
Note that all complaints should be made, in writing, within 10 working days of the end of your course.
1. PURPOSE AND SCOPE
Arvon’s aim is to provide space and time to practise the art of creative writing. Arvon
courses bring together established writers as tutors to support those keen to develop their writing. The Centre Directors are trained to provide a safe and welcoming environment for all in which this work takes place, and everyone is expected to be thoughtful and respectful of each other in this creative environment.
We will try to resolve any complaint you have about the Arvon Foundation, its employees, or tutors or other students, in fact anything that negatively affects you, as quickly as possible.
Note: Evaluation Forms are handed out to every student and tutor who goes on an Arvon course. This is a way of ensuring that we get constant feedback and can evaluate how good our courses and facilities are. If you feel your complaint or concern is not dealt with via this form, you should complain using this procedure.
2. PRINCIPLES
a) The procedure is designed to establish the facts quickly and to deal fairly and consistently with the issues. No action will be taken until the matter has been investigated.
b) At every stage employees, tutors and students will have the opportunity to state their case and be represented, if they wish, at the hearings by a friend or representative.
2.1 Stage 1
In the first instance, you should raise your complaint with the Centre Director. It’s best to sort out a complaint immediately there and then. In most cases we’d hope the Centre Director would be best placed to deal with to your complaint effectively. Your Centre Director will have a responsibility to raise your complaint with the Director of Arvon. They will also be responsible for reporting back to you within twenty four hours of speaking with the Director.
2.2 Stage 2
However, should the matter remain unresolved, concern one of the Centre Directors, or be of a very serious nature, it should then be raised directly with the Director of Arvon in writing.
This should be sent to:
Ruth Borthwick
National Director
The Arvon Foundation
Free Word Centre
60 Farringdon Road
London EC1R 3GA
You should make your serious complaint within 10 working days of attending the course. The Director will then investigate and confirm any decision or proposed action, in writing, to you within a further 10 working days. Should the Director not be able to keep to these timeframes, you will be given an explanation as to why not and told when a response can be expected.
2.3 Stage 3
If you are unhappy with the outcome, you should again put your complaint in writing to the Director and the Chairman of the Board of Trustees, in a final attempt to resolve the situation.
Nigel Pantling
Chairman
The Arvon Foundation
Free Word Centre
60 Farringdon Road
London EC1R 3GA
The Chairman will then investigate the matter further and confirm any decision or proposed action with you in writing within 10 working days. Should the Chairman not be able to keep to these timeframes, you will be given an explanation as to why not and told when a response can be expected.
2.4 Consultations
A written record of all conversations that you have in relation to the complaint will be recorded by the Centre Director or Director.
2.5 No undue delay
Throughout the course of your complaint procedure, Arvon will, at all times, act without undue delay.
2.6 Confidentiality
All information relating to any complaint brought by a student or tutor shall remain confidential by those dealing directly with the matter, centre staff, Director and ultimately the Chairman.
2.7 Advice and assistance
If it is deemed necessary and everyone agrees, external advice and assistance may be sought during the complaints procedure.
Updated 28/4/09
THE ARVON FOUNDATION
COMPLAINTS PROCEDURE FOR STUDENTS AND TUTORS
